Deputy Manager - Customer Care

Mahindra and Mahindra Limited [Automotive and Farm Equipment Business]; Bikaner; On-site; INR 550,000 - 900,000; Full time

Job summary

Mahindra & Mahindra Limited (Automotive and Farm Equipment) is seeking a Customer Care CCM to oversee dealer management, field service delivery, and spare parts/Oil/warranty operations. The role focuses on standardized service infrastructure, skilled manpower, and training at channel partners to enhance customer satisfaction.

Key responsibilities include addressing critical customer issues, implementing service processes, and driving dealer profitability through service schemes and post-warranty

Qualifications

• 1-4 years of CCM experience on-roll in field service.
• Experience handling 7-10 dealers/workshops with farm equipment.
• Knowledge of tractors, farming implements, and spare parts/oil management.

Responsibilities

• Oversee dealer management, on-field service delivery, and spares/oil/warranty management.
• Implement service processes and systems at channel partners.
• Ensure standardized service infrastructure and trained manpower at partners.
• Train service mechanics for technical problem solving at dealerships.
• Attend to critical customer complaints and measure customer satisfaction.

Skills

Change Management

Channel Strategy

Consumer Focus

Customer Relationship Management

Product Knowledge & Application

Service Management

Education

Bachelors of Technology in Mechanical

Bachelor of Engineering in Mechanical

Diploma in Engineering (Mechanical)

Job description

Job Description:

Responsibilities & Key Deliverables

1. Overall Responsibility of Customer Care processes related activities- Dealer Management, On-field Service Delivery, Spares/Lubes/Warranty Management.
2. Implementation of all processes and systems related to the service function at channel partners level.
3. Ensuring standardized Service Infrastructure, facilities, quality manpower at channel partners level.
4. To guide and conduct on the job training of the Service Mechanics for technical problem solving and debottlenecking at the dealerships.
5. To attend and resolve the critical customer complaints and measure of customer satisfaction level.
6. To work towards and increase dealer profitability by service schemes like service packages, service coverage improvements, free services, post warranty jobs, annual maintenance contracts.
7. Ensure meeting spare targets of all channel partners and company promoted oil targets.
8. Ensure coordination for timely spare parts orders execution for channel partners.Ensure dealer CSI score targets are met by driving improvement action plans.
9. To provide feedback on competition new service schemes launched to the head of service and the Zonal/ Regional Customer Care Manager.
10. To provide timely and qualitative Product feedback about critical and new defects to HO Product Monitoring Cell.Ensure warranty claims process adherence at the channel partners level.
11. To ensure installation and establishing the entire service infrastructure, systems and processes at new dealerships.
12. Conducting service audits periodically as per the company norms.
13. Ensure Product training of the dealer, workshop manager and service mechanics

Preferred Industries

• Agriculture Implemen
• Automobile

Education Qualification

• Bachelors of Technology; Bachelor of Engineering; Diploma in Engineering; Bachelors of Technology in Mechanical; Bachelors of Technology in Automobile; Bachelors of Technology in Agriculture; Bachelor of Engineering in Mechanical; Bachelor of Engineering in Automobile; Bachelor of Engineering in Agriculture; Diploma in Engineering in Mechanical; Diploma in Engineering in Automobile; Diploma in Engineering in Agriculture

General Experience

1-4 Years of relevant experience as CCM

Critical Experience

Minimum 1 year of on roll field service experience handling 7-10 dealers / workshops branches.Working Farm Knowledge of Tractors, Farming and Implements.Handling business volume of Spares and Oil of minimum 2 crore revenues

System Generated Core Skills

• Change Management
• Channel Strategy
• Consumer Focus
• Customer Relationship Management (CRM)
• Product Knowledge & Application
• Service Management

System Generated Secondary Skills

Requirements: